We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 4027 results
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Decision Reference DRN-5653962
30 Jun 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5653962 The complaint Mr B complains about the balance owed under a fixed sum loan agreement with Creation Consumer Finance Ltd. What happened In October 2021, Creation received an application for a fixed sum loan agreement in Mr B’s name. The loan application was successful and it ... (3 pages)View decision -
Decision Reference DRN-1339309
8 Jan 2020 Aviva Insurance Limited UpheldInsuranceDRN-1339309 The complaintMrs P complains about Aviva Insurance Limited's handling of a claim under her Home Emergency Cover policy. What happenedMrs P had a Home Emergency Cover policy with Aviva which provided breakdown cover for her gas central heating. She bought the policy in Nove... (4 pages)View decision -
Decision Reference DRN-2725841
6 Apr 2021 British Gas Insurance Limited UpheldInsuranceDRN-2725841 The complaint Mrs H has complained that British Gas Insurance Limited (BG) failed to investigate a problem with her hot water system despite her raising this at annual service visits. I’ve previously issued a provisional decision in this case and received further comments from ... (3 pages)View decision -
Decision Reference DRN8335397
13 Feb 2019 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr A’s complaint against British Gas Insurance Limited is about the service he received after his boiler broke down. Mr A is represented by his son.backgroundMr A had a HomeCare policy with British Gas, which provided cover for his boiler and central heating system. Mr... (4 pages)View decision -
Decision Reference DRN-4099828
9 May 2023 One Insurance Limited UpheldInsuranceDRN-4099828 The complaint Mr H complains that One Insurance Limited (One Insurance) turned down his claim on his executive home emergency insurance policy. What happened Mr H took out a buildings and contents home insurance policy online with One Insurance in January 2020. The policy inclu... (3 pages)View decision -
Decision Reference DRN8172331
23 Sep 2015 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr L is unhappy that Ageas Insurance Limited didn’t repair his boiler under his home emergency insurance policy.backgroundI issued my provisional decision on this matter in July 2015, an extract from which is copied below:“In November 2013, Mr L told Ageas that his ... (3 pages)View decision -
Decision Reference DRN-4099748
26 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4099748 The complaint Mr I complains that British Gas Insurance Limited downgraded his boiler insurance cover unfairly. Reference to British Gas includes its agents. What happened Mr I held a central heating insurance policy with British Gas. When he installed a new boiler, British Gas... (2 pages)View decision -
Decision Reference DRN0005783
2 Mar 2016 Great Lakes Reinsurance (UK) SE UpheldInsurance (excluding PPI)Mr R complains about Great Lakes Reinsurance (UK) SE’s handling of his claim under a home emergency insurance policy.backgroundMr R made a claim on 15 December 2014, when his boiler broke down. Great Lakes attended the following day and told him that parts were needed (... (4 pages)View decision -
Decision Reference DRN5118736
11 May 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr D complains about the service he received from U K Insurance Limited (UKI) when he made a home emergency claim. backgroundOn 3 March 2016 Mr D had a problem with his boiler and called UKI. It uses a large company to handle home emergency claims, which I’ll call M.... (3 pages)View decision -
Decision Reference DRN-4248790
1 Aug 2023 QIC Europe Ltd UpheldInsuranceDRN-4248790 The complaint Mr W complains about the way QIC Europe Ltd handled a claim under his home emergency insurance policy. Where I refer to QIC, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed background to thi... (4 pages)View decision